Complaints and compensation

Did you incur unforeseen expenses due to the cancellation, rebooking or delay of a KLM flight? If so, you can request a compensation. You must provide proof of costs incurred in the form of receipts.

Compensation for cancellation or rebooking

You can request compensation through KLM Customer Care in the following cases:
  • Your KLM flight was overbooked and you were unable to board the flight as a result.
  • You incurred unforeseen costs during your trip (in addition to the cost of your ticket and extra options), such as phone charges or lunch.

You will receive a voucher, which you can use for a purchase on KLM.com, or in some cases exchange for cash.


Download the brochure ‘Assistance and Compensation

Please click on the email address

mail.information.uk@klm.com

Compensation for a flight delay

If your KLM flight was delayed, we apologise for the inconvenience. You can contact KLM Customer Care (below) to request compensation in the following cases:

  • Your flight was delayed for more than 3 hours.
  • You were travelling to, from or through a European destination.
  • Your flight was not delayed due to special circumstances such as extreme weather conditions, political instability or third party strikes.

We will review your request carefully. Unfortunately, submitting a request for compensation does not guarantee that you will be granted compensation.

To handle your request as quickly as possible, please include the following information in the ‘Your message’ section:

  • The reference number of any previous complaints submitted.
  • If you were rebooked onto another flight, the flight number and travel date.
  • Whether or not this is the first time you are applying for compensation.

You will receive a voucher, which you can use for a future purchase, or in some cases exchange for cash.

Download the brochure ‘Assistance and Compensation’ 

 

Please click on the email address

mail.information.uk@klm.com

Alternative Dispute Resolution

You have the right to seek an independent review of how your complaint was handled.


Please note that there are several Alternative Dispute Resolution schemes for the aviation sector in the United Kingdom. KLM Royal Dutch Airlines is signed up to the services of ‘AviationADR’ and is therefore willing to submit itself to its ADR procedure. You can contact them via the following channels:


Consumer Dispute Resolution

AviationADR
12-14 Walker Avenue
Stratford office Village
Wolverton Hill
Milton Keynes
MK12 5TW

T: 00203 540 8063
E: Aviation@cdrl.org.uk
W: http://www.cdrl.org.uk 

AviationADR is approved by the Civil Aviation Authority to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for consumer disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of KLM’s last response to you.


You can do so if you have concerns relating to:
  • denied boarding, long delays or cancellation of flights
  • the destruction, damage, loss or delayed transportation of baggage, or
  • issues related to the carriage of passengers with reduced mobility

Provided that:
  • you have already contacted KLM about your concerns and have not received a reply within 60 days or
  • you are dissatisfied with the way your concern has been handled or disagree with how your claim was processed by KLM.

As a consumer you may use the European Commission’ online dispute resolution platform to submit your complaint if you wish. This can be done by completing the electronic form available via this link: http://ec.europa.eu/odr 